Call & Contact Center Whitepapers

Thank you for your interest in LSA's Call & Contact Center Best Practices Research Whitepapers.

Creating a High Performance Call Center Environment
A 5% increase in customer loyalty can boost profits by as much as 25% to 85%. It is up to the Contact Center Leadership Team to stimulate improved performance and execution so these gains become a reality. The leaders need to create the circumstances that elicit better performance from their people.

Customer Service Grammar Goofs: Don’t Let Them Happen
Using incorrect grammar, either in writing emails or on the phone with a customer, can leave a less than favorable impression. Here is a quick synopsis of some of the most common grammar problems and mistakes that you can review with your staff to ensure more professional communications.

Customers Care When They Share
When customers feel organizations are devoted to them enough to include them, they reward that organization with their long-term loyalty. Read about how and when it’s appropriate and productive to include your customers.

Do Not Ignore Your Unhappy Customers
Whether you learn about dissatisfied customers from their complaints in person, on the phone, or online, do not neglect them nor consider yourself lucky.  It is tempting to avoid dealing with unhappy clients, but that is the worst thing you can do. Not only will their dissatisfaction increase with your neglect of the situation, but it will spread and likely infect others.

Exposing the 6 Big Myths of Call Center Sales
How to turn your call center into a profit center. If you’re responsible for a call center, you know how hard it is to deliver excellent customer service consistently, while at the same time continually reducing costs. You’re now being asked to generate new revenue in addition to providing great customer service. Understanding these myths will help with the transition.

Foolproof Emails: Watching Out for the Look-Alikes and Sound-Alikes
If you are responsible for monitoring the quality of your center’s written communications, you have to constantly be on the lookout for grammar, punctuation, and spelling problems.

KPI’s: A Balanced Contact Center Scorecard
When you evaluate the success of your contact center, are you measuring the things that matter? Don’t lose sight of the fact that the contact center needs a balanced scorecard.

Leadership Development: The Critical Missing Pieces for Call Center Success
You have a training program in place that teaches your new hires the product knowledge, the good communication and the soft skills needed to handle customers with tact and understanding. Is this enough for them to be satisfied call center employees? This white paper says NO and describes the missing pieces of their preparation for the job.

Renewing Passion for the Customer: 4 Smart Steps to Take
What can happen when employees view their role and responsibility in grander terms than just a job? Or when they understand how they can contribute to their organization’s future? Or when they strive for excellence? Read how true leaders can inspire their employees to have a real passion for serving their customers.

Skill-Based Routing: The Pro’s and Con’s
This white paper describes the pros and cons of skill-based routing (SBR). While there were many problems with SBR initially, lessons have been learned that can make this, rather than traditional routing, the right choice for your call center.

Successfully Incorporating Home Agents into Your Call Center Staffing Mix
How to engage, utilize social networking, allow autonomy, solicit feedback, and leverage at-home agents.

The impact of outsourcing, multi-generations, and training
Featured Key Note at the ICMI Contact Center Management Conference & Exposition 2009.

The Leadership Side of Magnetic Service
For magnetic service to happen consistently across the organization, leadership has to step in. Here are seven secrets for how a leader can influence, promote and support magnetic service.

The Loyalty Connection: What it Means to You
What can you do to ensure that each customer has the kind of positive experience that secures not only current loyalty but also future value to your organization?

Why Call Center Reps Hate to Sell – and What to Do About It
When Call Center Reps hate to sell, we put our customer service AND sales programs at risk. Instead of driving revenue up, we may be driving customers away. Yet this is a problem worth solving. While the cost of telephone calls has dropped during recent years, the challenges of selling over the telephone have increased. Read this article to find out what to do about it.

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Michelle A. Mitchell
Vice President, Worldwide Human Resources

I highly recommend LSA Global to anyone who is looking to improve individual or organizational effectiveness through their top quality programs and broad range of expertise.

Greg Pappas
VP of Human Resources

LSA’s consultant designed and delivered a half-day team building solution for our recent conference. It included careful customization to integrate the design with our new mission and values. Everyone had fun and identified key issues with our teamwork. Altogether a great program!

Bob Ward
Director of HR

The refreshing thing about LSA is that they focus on understanding our business situation and helping me succeed instead of selling a product. With over 150 experts, they are an invaluable resource that helps me deliver higher quality results faster. I recommend them to anyone looking to improve the performance of their workforce.

Stacie Rodgers
VP of Human Resources

Cutera

We contacted LSA to help us with customized management development. LSA worked with me to identify a solution that would meet our exact needs. We decided to start at the top and ran the program for our executive team. It was such a great success that we hope to roll it out companywide. We look forward to a long-term partnership with LSA Global and their team of experts.

Barry L. Byrd, SPHR
Human Resources Manager

I’ve partnered with LSA Global at two companies now, and I consider them a valuable and trusted training and consulting resource. They recommended just the right solution to address our management development needs and have wonderful facilitators that match YuMe’s culture and style of our management team. I would highly recommend LSA Global to any company wanting to deliver quality learning solutions with a valuable learning and development partner.

Maya Paul
HR Director

We have been able to utilize LSA’s extensive network of top-notch resources to leverage our investment in employee development. The result has been the cost effective and highly efficient delivery of quality educational and management training programs.

Steve Feller
Vice President, Human Resources

In my years working with LSA, it seems like I’ve had a personal consultant at my fingertips to help me identify just the right solution to satisfy our needs. The entire LSA team has become a trusted friend of Actel — assuring we provide state-of-the-art learning to meet our complex, high-tech business and people needs.

Linda Mitchell
Training Manager

PalmSource has found our relationship with LSA extremely beneficial. We worked closely with LSA to customize the right Management Training Program solution to meet our unique business needs. LSA is a quality organization, one that I’d recommend to any company looking for a first class training and consulting partner.

Ken Boehm
Vice President of Human Resources

I continue to be impressed by the level of leadership development and management expertise and quality of advice and facilitation that LSA has to offer. What a smart and client-centric group of great people who really know how to help leaders attract, engage, develop and retain top talent.

Tracy Esposito
Director, HR Business Partner

We signed up with LSA early on–as their 22nd Member! Since then, our organization’s learning needs have increased and decreased and increased again with the changing times. The beauty of the LSA business model is its flexibility…when we needed to supplement our own internal resources, we used LSA services knowing that we could depend on the outstanding quality of the leadership development and management training programs they provide.

Margie Bunting
HR Manager

We partnered with LSA to pilot a customized behavioral interviewing program to help ensure that we continue to hire the best and brightest as we continue to rapidly scale. LSA’s ability to understand our business and our unique culture combined with their desire to ensure that the best practices framework truly fits our performance environment and is highly adopted by our people is a real blessing. Most other firms want to just ‘give you training.’ Not LSA, they are focused on helping me hit our hiring forecasts and attract A players.

Jennifer Remling
Director of Global Recruiting

AKQA

The Next Generation Management Development courses have helped me communicate more effectively with my peers and teammates. By utilizing effective communication techniques such as clarifying and confirming, and asking open ended questions, I have been able to clarify and understand information in situations where I would have otherwise asked limited questions and made false assumptions.

Robert Breckner
Firmware Engineering Manager

Over the years, both at 3Com and now at Redback, I’ve found LSA Global to be a valuable resource. The recent compliance program that they delivered for Redback’s executive and management team was the right solution, of the highest of quality, and customized to our business and culture. I would highly recommend LSA to any company looking for top quality solutions.

Gina Fulton
Vice President of Human Resources

We recently partnered with LSA Global to offer our Supervisors and Managers a customized two-day management training program. Everyone who attended said it was by far the best management training program they had ever attended. The content was rich and highly interactive. The case studies were relevant. Each participant walked away from the training much better equipped to lead their teams.

Jeff Coon
Director of Human Resources

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